Custody Operation Manager

Custody Operation Manager

**Job Summary**

**What is the opportunity?**

Our client is a specialist provider of asset services, custody, payments and treasury services. Founded in 1864, they are the 10th largest bank worldwide and the 5th in North America, as measured by market capitalization. They are among a small group of highly rated global banks and are recognized time and time again for our financial strength, market leadership and philanthropic work.

Our client has a processing centre of operational excellence supporting 10 countries across three geographical time zones employing a Global Operating Model to maximise efficiencies across times zones and supports a 24/5 operational capability. The objectives for Malaysia are to enhance the scalability of their global operations, improve service quality via their 'centres of excellence' and to implement/leverage standardised processes globally.

**Region : Europe**

**Working Hours: 3pm-12am / 4pm-1am**

**What will you do?**

**Primary Responsibilities**
- Oversee the efficiency and effectiveness of custody services provided to clients.
- Continuously assess and improve processing practices by leading and supporting transformation projects in IS to ensure superior service delivery.
- Providing analyses of budgets, project proposals, and business trends in operation administration areas.
- Providing effective solutions to administrative business challenges.
- Participating in development of tactical plans and programs for RBC IS.
- Planning, developing, organizing, implementing, and directing the organization's administrative function and performance.
- Effectively manage the relationships between the group and key internal departments to balance service, risk, efficiency, and staff wellbeing.
- Ensure all client inquiries and concerns are responded to in an accurate, professional, and timely manner.

**Business Support (Short Term)**
- Provide temporary support in investigating complex custody and securities lending claims.
- Analyze, documents, and resolve outstanding breaks and claims clearance.
- Preparing necessary investigation documentation; presenting findings and making recommendations to management.

**Control Governance**
- Support Senior Management in all policy development and implementation and oversight of risk and control matters.
- Ensure service delivery is following SLA.
- Involve in all projects/initiatives of the Department to act as the advisory function with regards to the risk and control aspects.
- Review all market and industry updates and changes, assess impact to operation team and revise policies and procedures as required.
- Work closely with Risk Management, Ops Control, and other functional stakeholders from a control/governance perspective.
- Support the Department in RCSA process for proper governance and monitoring. Ensure the completeness and accuracy of risk identified and the appropriateness of mitigation controls and documentation of risk acceptance.
- Establish review plan and perform regular control testing and daily checks on High Value Items (or High-Risk items, if applicable) in assessing the effective of controls implemented. To identify gap in controls, perform in-depth root cause analysis and propose targeted robust mitigation plan.
- Track and report to management on KRI on a timely manner for early warning signals and escalate area of concern. Address the area of concern with process owner with appropriate Risk Mitigation Plan and enhance existing controls.
- Perform process review on an ongoing basis for continuous improvement on workflow, process, and procedure.
- Ensure all processes are documented in the procedures manual and are maintained on an on-going basis.
- Maintain an in-depth knowledge of BCP procedures, policies, and plans.

**Human Resource Management**
- Lead the team and foster a strong collaboration.
- Ensure employees understand our collective ambition, as well as support and reinforce client focused behaviors that contribute to RBC goals.
- Attract and recruit highly motivated individuals who strive on challenge and change, to build a high-performance team.
- Ensure the ongoing training & development of staff on operating procedures & regulatory requirements.
- Train and coach team members for growth, efficiency, and career succession
- Effectively communicate and develop performance evaluations and developments plans, offering coaching and counseling
- Ensure there is appropriate communications of collective ambition, goals, and objectives to support a common view and goal congruence within the department.
- Provide focus and clarity in establishing individual goals, driving performance, supporting career development, and rewarding individual and team success.
- Cultivate a cross functional and international mindset that puts client best interest ahead of individual and business agendas.
- Accept and successfully execute change while supporting employees through the process and keepi